Application Support Analyst

As an Application Support Analyst at Clarksons, you will deliver first- and second-line support for Digital applications, ensuring high-quality service for internal users. You will help modernise and maintain business-critical systems, collaborating with cross-functional teams to resolve issues and implement improvements. The role combines hands-on support with process optimisation and knowledge sharing to enhance user experience. This is a pivotal opportunity to shape reliable digital services that support our brokerage operations.

• Provide clear, professional, empathetic support for users contacting the Support Desk
• Monitor user feedback and ticket trends to improve user experience
• Support process improvements to enhance user experience
• Conduct user onboarding and training
• Create and maintain internal knowledge base with guides, FAQs, and resolutions
• Provide first- and second-line support, including remote and on-site assistance
• Diagnose and resolve user issues, escalating complex cases to technical/operational teams
• Manage and track user cases and incidents within SLAs
• Document investigations and resolutions for reporting
• Participate in problem management and major incident management as required
• Audit accounts/AD groups and revoke access as needed
• Support outages with high-level analysis and stakeholder updates
• Test initiatives such as DR scenarios and build a status page for incidents
• Collaborate with cross-functional teams and external providers to resolve issues
• Deliver regular training on new features and best practices
• Standardise release/maintenance communication across products
• Ensure IT governance compliance and generate trend reports
• Maintain and enrich the internal knowledge base and share best practices
• Contribute to knowledge-sharing forums across Clarksons

• Exceptional user-facing communication and listening skills
• Strong problem-solving and analytical abilities with attention to detail
• Hands-on ITSM experience with ServiceNow or equivalent
• Experience across incident, problem, and change management
• Service support/analyst background
• Ability to document triage procedures and best practices
• ITIL V3 or above

• excellent written and verbal communication
• effective stakeholder engagement
• empathy and customer-service mindset
• ITSM tools (ServiceNow or equivalent)
• incident management
• problem management